Muhammed Mahmoud abdelazim

Extend computer support for systems’ software and hardware
Interact with staff on desktop problems and their resolution.
Logging tickets through BMC system and update and close tickets with perfection
Providing Laptop clinic sessions to the users.
Setup desktop computers, peripherals, and test network connections.
Train end users on usage of computer hardware and software.
Develop and manage effective professional working relationships with contractor personnel, co-workers and clients.
Maintain computer peripheral devices like printers and resolve associated problems.
Oversee and update assigned support service requests

Main Duties:
• Managing escalation cases from SLA/ warranty customers.
• Conducting daily conference calls with engineers and raising issues to enhance the performance.
• Following up with logistic and couriers to enhance their delivery.
• Providing daily/ weekly/ monthly reports to the management.
• Logging and handling calls for VIP customer’s and insuring SLA is met.
• Assisting customers with technical enquiries and provide direct support.
• Identify, research, and resolve customer issues using the computer system.

Accomplishments
• Helped company attain the highest customer service ratings (as determined by external auditors) — earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness
• Became the lead “go-to” person for new reps and particularly challenging calls as one of the company’s primary mentors/trainers of both new and established employees.
• Track record of managing front desk activities within a busy environment.
• Trained 11 newly hired staff members.
• Received the Award of “Best Small Helpdesk >31” twice in a row (2014-2015)

The company is a major supplier of automotive vehicle and parts in Africa, Reporting directly to CEO / IT Manager, worked along with
10 team members in the IT field.

• Repairing system errors.
• Create management reports.
• Amending costs and prices of all spare parts and franchises.
• Assist on preparing financial statements and reports.
• Administrating the system backup and make sure it’s running perfectly.
• Fixing & generating reports on the system to streamline a more efficient workflow
> Daily backup disk Creation

• Onsite analysis, diagnosis and resolution of desktop problems for end users.
• Maintaining a professional image at all times.
• Maintenance for all units H/W - S/W - Printers.
• Assist in user/hardware movement and branch relocations.
• Install, upgrade, support and troubleshoot XP, Windows 7 and Microsoft Office 2007 and any other authorized desktop applications
• Interacting with the networking team to add system under domain.
• Provides backup support and assistance to the Network Administrator as needed
• Install, upgrade, support and troubleshoot for printers, computer hardware and any other authorized peripheral equipment
• User account administration, i.e., account creation and management and password resets on Active Directory
• Provide user data and application recovery.
• Onsite analysis, diagnosis and resolution of desktop problems for end users.
• Customize desktop hardware to meet user specifications and site standards
• Maintenance of all CCTV cameras and network points in a working condition.
• Performs remedial repairs on computers, laptops, printers and any other authorized peripheral equipment.